About Me

Responsible for customer success and outcome metrics for Flipkart CX, managing 15k+ operational span (Direct span 60+ resources).

·       Built and managed P&L of INR 800+ Cr. ($100+ MN. USD) in line with Product & Experience strategy – consistent track record of delivering cost metrics with quality of service

·       Successfully driven cost optimization focused initiatives for Flipkart – led to a reduction in per unit cost by ~10 folds i.e. INR 30 to INR ~3.3/unit

·       Enhanced customer retention & experience by optimizing customer friction points – resulted in ~40% reduction of customer calls through Product, Process and Channel Shaping interventions, unlocked INR ~150 Cr. cost savings in CY 2023

·       Led and executed Flipkart’s flagship “The Big Billion Days” (30k FTEs – Largest Ecom event in India) for 5 consecutive years, enabling superior customer accessibility with cost control

·       Drive Business & Cost Performance cadence with Leadership [CFO & C-Suite] with insights and action plan to drive business objectives

·       Managed vendor relations for FK CX operations – RFP to MSA Execution, Due Diligence, Pricing, Commercials, KPI, Compliance Audit, Contract Management, Performance Scorecards, and Industry benchmarking – worked with all major domestic BPMs.

·       Listed below are some of the standout accomplishments:

·       Instrumental in setting up and scaling service partner framework for outsourcing CS – 2 BPMs (900) to 8 BPMs (15k FTEs) managing 250+ Mn. customer interactions

·       Designed & executed Flex framework and location agnostic delivery model (workforce capacity model – “Ecom First”), resulting in INR ~80+ Cr. cost savings during peak sale events

·       Spearheaded new telephony platform migration, designed, and executed “Skill Based Routing” framework – led to superior customer accessibility (45% to 90%) and significant improvement in RR/CSAT metric

·       Led Commercial Negotiations with BPMs during pandemic with revised commercial structure resulting in INR 20 Cr. cost savings

·       Setup up Design Lab framework for CX incubation and scale up of new initiatives – Cockpit, VIP & FK Plus (Loyalty program), 2Wheeler (Category), “Ask Expert” (Assisted Buying), Hyperlocal (Quick Com.), 2GUD (Refurbished) & Pay Later (Fintech)

·       Instrumental in implementing the highly successful “One CX-One Flipkart” strategy, integrating group programs and emerging businesses under one Planning CoE framework

·       Successfully led outsourcing of Flipkart CX captive operations to a hybrid delivery model including partner onboarding, negotiation and rebadging of 800+ resources to 3P roles

·       Setup & scaled (Ground zero to scale) contingency staffing model for CX captive operations 0 to 1000+ FTEs – provided flexibility in meeting business demands – managed HR operations for this initiative.

·       Setup & scaled (Ground zero to scale) Analytics and Business Intelligence framework, delivered analytics and BI solutions to support Demand Prediction, Customer Management, Customer Retention, Operational Efficiency and Customer Experience initiatives;

·       Lead a team of skilled data analysts, data engineers and data scientists to deliver analytics solutions in the form of Business Analytics and Business Intelligence deliverables that support the Customer Experience Function at Flipkart

·       Delivered ML based driver & trend forecasting models for CX Demand Prediction – led to improved forecasting accuracy from 46% to 76% @half hourly interval and reduction in forecasting error spends from 4.2% to 0.22%

·       Implemented Regression techniques to predict key metric (CSAT/RR) outcomes during the flagship sale event (Big Billion Days) of Flipkart

·       Migrated 40+ Critical Performance and L0 KPIs Dashboards onto Power BI platform – Entire CX Org. (~450+ business users) are being supported by this platform

·       Implemented an automated agent scorecard development solution using SQL Server, Python, Power Automate and Power BI that helped driving customer service agent’s performance

·       Rated 90%+ on NPS score for People Management consecutively for 4 years in a row.

·       Received recognitions for above initiatives in various Flipkart Award forums for both Individual & team level contributions